1. Scope
This Refund Policy applies to digital products purchased through a Tihada creator storefront. It forms part of our Terms of Service. The creator shown on the storefront is the seller of the product. Tihada provides the checkout, payment, and delivery infrastructure and helps review payment and delivery disputes.
2. Digital purchases are generally final
Digital products can normally be opened, downloaded, copied, or used immediately after payment. For that reason, a purchase is generally final once correct access has been delivered. Changing your mind, no longer needing the product, or not using it does not ordinarily qualify for a refund.
This rule does not affect rights that cannot be excluded under Kenyan law. We will review the circumstances below and any other situation where a refund is legally required.
3. When a refund may be available
A full refund may be approved where:
- you were charged more than once for the same purchase;
- payment was confirmed but access was not delivered and cannot be restored within a reasonable time;
- the delivered file or link is broken, unusable, or materially incomplete and the issue is not corrected within a reasonable time;
- the product is materially different from the description shown before purchase;
- the transaction was unauthorized, subject to reasonable verification;
- the product or transaction was fraudulent or unlawful; or
- a refund is otherwise required by applicable law.
We may first try to restore access, provide the correct item, or ask the creator to correct a delivery issue where that provides a prompt and fair resolution.
4. When a refund is normally not available
A refund will not normally be provided because:
- you changed your mind after receiving access;
- you accidentally purchased the product but the checkout clearly showed the item and price;
- you did not read the product description or compatibility information;
- you did not use, download, attend, or complete the product;
- you expected a result that the product description did not promise;
- your device, software, connectivity, or third-party account does not meet clearly disclosed requirements; or
- you breached the Terms of Service or misused the delivered content.
5. How to request help
Contact [email protected] as soon as reasonably possible after discovering the issue. Reporting within seven days usually makes it easier to verify payment and delivery, but this is not intended to limit a longer right provided by law.
Please include:
- the buyer email address or M-Pesa number used at checkout;
- the creator and product name;
- the M-Pesa or order reference, if available;
- a clear description of the issue; and
- screenshots or other evidence that help us verify the problem, where appropriate.
Please do not send your M-Pesa PIN, password, one-time code, or full copies of identity documents by email. We will tell you if additional verification is required through an appropriate channel.
6. Review and refund outcome
Tihada may review payment, access, delivery, support, and product records and may ask the creator or buyer for relevant information. We may decline a request that is unsupported, misleading, abusive, or inconsistent with this policy, subject to applicable law.
Approved refunds are normally sent through the original payment method or another lawful method we specify. Processing time depends on M-Pesa and the payment provider. Tihada cannot guarantee when a provider will finish posting an approved refund.
A refund is normally for the full purchase amount. If a refund is completed, access to the product may be revoked and the buyer must stop using or distributing the content.
7. Effect on creator balances
A refunded, reversed, duplicated, fraudulent, or charged-back transaction does not count as creator earnings. Tihada may cancel the related earnings, deduct the amount from the creator's available balance, reserve funds while a dispute is reviewed, or recover the amount from future earnings. If no balance is available, the creator may be required to repay the amount.
8. Consumer rights
Nothing in this policy excludes or limits a buyer right or remedy that cannot lawfully be excluded under the laws of Kenya. If this policy conflicts with a mandatory legal requirement, that requirement applies.
9. Contact
Refund and delivery questions may be sent to [email protected].
Operator: Brian Wamwea, trading as Tihada
456, 00232 Ruiru, Kenya